IT Support Manager Designate

About the Role

The purpose of the IT Support Manager Designate is to lead the delivery of IT support services across the OK Franchise network, ensuring operational stability, rapid issue resolution, and a superior support experience for franchisees and store teams. The role acts as the primary point of accountability for IT support within the franchise environment, managing escalations, coordinating service providers, and driving the successful implementation of technology initiatives across stores.

What You'll Do

• End-User Support:
• Provide prompt and courteous support to end-users via various channels, including phone, email, and in-person.
• Assist users with hardware and software issues, troubleshoot problems, and guide them through solutions.
• Technical Support:
• Provide sound technical support pertaining to diagnosing and resolving hardware and software issues on desktops, laptops, printers, and other IT equipment.
• Install, configure, and maintain computer systems and applications.
• Install, upgrade, and configure software applications.
• Ensure that software is up to date with the latest patches and updates.
• Provide remote support to users in different locations, utilizing remote desktop tools and collaboration software.
• Assist in enforcing IT security policies and procedures.
• Monitor operational technology risks and implement corrective action plans where required.
• System Documentation:
• Develop user guides and documentation addressing frequent technical problems.
• Help produce standard operating procedures to support end-user training.
• Collaboration with IT Teams:
• Collaborate with other IT teams to escalate and resolve complex issues.
• Lead the technology readiness and support requirements for new store openings, revamps, relocations, and stock takes.
• Coordinate resources and service providers to ensure successful execution of technology-related activities.
• Franchisee Relationship Management:
• Build and maintain strong working relationships with franchisees and key store stakeholders.
• Act as the primary escalation point for critical IT incidents impacting business operations.
• Engage directly with franchisees to understand operational challenges and drive effective technology solutions.
• Manage expectations and ensure service delivery commitments are consistently achieved.
• Influence adherence to approved technology standards, policies, and processes across the franchise network.
• User Training:
• Conduct training sessions for end-users on IT best practices, new software applications, and security awareness.

What You Bring

• Grade 12 certificate with A+, N+ or equivalent certification or relevant experience in general IT technical support - (essential).
• Degree/Diploma or higher in Information Technology, Computer Science, or a related field – (beneficial).
• +5 years' experience within an IT support or infrastructure environment, including experience managing business-critical escalations, stakeholders, and third-party service providers. Experience supporting retail operations and multi-site environments is highly advantageous.
• Sound understanding of MS Windows Support and Configurations - (essential).
• Strong proficiency in MS Office 365 – (essential).
• Experience in technical support and troubleshooting related to hardware and software - (essential).